Contact Center Manager — Lead, Coach & Optimize Client Care

Bank of America; Phoenix (AZ); On-site; USD 85,000 - 110,000; Full time

Job summary

Bank of America is seeking a Contact Center Manager to lead a Specialized Servicing and Fulfillment Operations team. The role requires guiding 11+ staff, driving customer care excellence, and implementing data-driven strategies to improve performance and efficiency.

As part of the ESO site leadership, you will oversee daily operations, coach employees, and develop talent while ensuring adherence to policies and regulatory requirements.

Qualifications

• Commitment to advocate for internal/external clients to meet and exceed expectations.
• Advocate for employees to support Bank of America’s goal to be a Great Place to Work.
• Ability to analyze performance reports to diagnose patterns driving performance.
• Proficient to expert coaching skills including feedback, plans and trust-building.

Responsibilities

• Manage day-to-day activities of associates.
• Oversee team performance and coaching to sustain positive patterns.
• Lead process improvements to drive efficiency and accuracy.
• Recruit, onboard and develop talent within the team.
• Balance risks with rewards while maintaining control discipline.

Skills

Business Operations Management

Customer Service Management

Performance Management

Process Performance Measurement

Talent Development

Relationship Building

Hiring and Onboarding

Policies, Procedures, and Guidelines

Process Design

Risk Management

Leadership Development

Workforce Analytics

Education

High School Diploma / GED / Secondary School or equivalent

Job description

Bank of America is seeking a Contact Center Manager to lead a Specialized Servicing and Fulfillment Operations team. The role requires guiding 11+ staff, driving customer care excellence, and implementing data-driven strategies to improve performance and efficiency.

As part of the ESO site leadership, you will oversee daily operations, coach employees, and develop talent while ensuring adherence to policies and regulatory requirements.